RFI CRM.pdf

900 Cou rt S t . NE , Sa l em O R 973 01 • ( 503 )98 6 -1 914

Legislative

Administration

Information Services

Request for Information (RFI) for

Constituent Relationship Management Solution.

For the Oregon Legislature, October 2023

Contact Person:

Brenda Alfano, Contracts Specialist Oregon State Legislature

Brenda.Alfano@oregonlegislature.gov 503-986-1184

Response Timeline:

Posting of RFI: October 16, 2023

Deadline for Questions: October 30, 2023

Deadline for Question Responses: November 6, 2023

Due Date: November 20, 2023 mailto:Brenda.Alfano@oregonlegislature.gov

LEGISLATIVE ADMINISTRATION

Introduction

The Oregon Legislature includes offices for 30 Oregon State Senators, 60 Oregon House of Representatives, each consisting of one Legislative Member and a varying number of staff that interact with constituents, agency representatives, lobbyists, advocates, and members of the general public. In addition to the Member offices, the Legislature also includes offices for the Senate President, Speaker of the House, party caucus leaders.

Legislative Administration (LA) is seeking to develop a list of potential constituent relationship management solutions that could enable Legislative Members and their Staff to better serve constituents and/or learn to what extent our needs could be met by the marketplace currently.

Demos of potential solutions will be scheduled approximately 2 weeks after the RFI deadline. Once responses – and potential demos – have been reviewed, a decision will be made regarding moving forward with procurement of a constituent relationship management solution.

Current State:

• Email interactions: Most Legislative Members use Outlook, installed on Windows PCs that is connected to Microsoft Office 365. Members’ email addresses are listed on their individual webpages, which can be found on the Legislative website.

• Mass email: Most district offices use GovDelivery to send newsletters. Constituents can subscribe to these newsletters via each individual Member’s webpage. Constituents can also unsubscribe from receiving newsletters by clicking an unsubscribe link in the newsletter.

*Note: GovDelivery is also used to subscribe to updates regarding Committees, specific legislation, the

Legislature in general, etc.

• Phone interactions: Each Oregon House and Senate district office’s phone number is listed on the

Member webpage for that district. Calls to these phone numbers go to the District’s Legislative office in the Capitol Building. Phone system is Cisco.

• Meetings o Remote meetings/video calls: The Legislature utilizes Microsoft Teams for remote/hybrid meetings and video calls.

o In-person meetings in offices or can use rooms to have groups to come in.

• In-person interactions: The Oregon Capitol Building is considered an “open building”. Constituents can physically access Member offices directly.

Solution Requirements:

Listed below are requirements for a potential solution.

Functional/Customer Requirements

We are looking for a solution that meets the following:

1. Provides a way to respond to constituent inquiries.

a. Option for automatic responses.

b. Option to manually batch respond to inquiries with single – or very few – clicks.

c. Responses can be customizable, based on criteria determined by Member office.

2. Automated email/inquiry sorting.

3. Includes Search function (constituent, agency, topic, bill number, etc.) if system mis-sorts.

4. Able to create constituent profiles.

a. Associate constituents with specific topics/bills, including support & opposition.

b. Save multiple subsets of constituents, based on multiple and overlapping topics.

c. Profile includes constituent’s district.

d. Import/export constituent information.

e. Keeps track of topic(s) important to constituents.

f. Direct link to subset of constituents to send newsletters.

i. Subset can be:

1. Topic(s)

2. Demographic group(s)

5. Provides a way for constituents to interact with Member offices while limiting disclosure of personal information (opt-out, unsubscribe, etc.).

6. Provides alert notifications if a topic or issue begins trending, based on information or inquiries received from constituents.

7. Able to send newsletters.

a. Newsletters customizable to subset of constituents, based on topic/keyword.

b. Ability for public to unsubscribe.

8. Allows public to subscribe to receive updates.

a. Subscription options include:

i. Bills

ii. Committees

iii. General Legislative news

iv. Employment opportunities

v. Senate President & House Speaker Appointments

b. Solution requires validation for when members of the public subscribe.

9. Able to be tied to the Oregon Legislative Information System (OLIS) website:

https://olis.oregonlegislature.gov

a. Connection can start from CRM solution or OLIS.

b. Link to contact Member from Bill page.

c. Easily link into testimony, bill number, etc. via URL or backend data.

10. Allows Legislative Aides to organize constituent case work.

a. Follow-up reminders

b. Deadline tracking

c. Task assignments & tracking

11. Data dashboard for Caucus offices to see how caucus Members are utilizing tool(s), following up, etc.

12. Ties in with phone system, including call topics and phone numbers from caller ID, and can be used from any phone in each office.

13. Ability to disable or remind Members & staff during campaign blackout periods.

14. Tech support is available from the vendor.

Information Services (IS) Requirements

15. Administrative level access for IS support needs.

16. Support must be maintenance contract driven.

https://olis.oregonlegislature.gov/

a. Support must not be time & materials.

b. Standard SLA’s.

i. US-based.

ii. 24/7 phone availability.

iii. 24-hour email response.

Reporting Requirements

17. Reporting functions for:

a. IS

i. Auditing function to determine usage.

ii. Functional and/or role-based security access.

iii. Ability to monitor for excessive usage/abuse.

b. Caucus offices

c. Member offices

Security Requirements

18. Supports Multi-Factor Authentication (MFA).

19. Defined user level access.

20. Secure, integration with AD. Edge federation

21. Data must be hosted on US servers.

a. Identity protection service included.

i. Financial

ii. HIPPA

Data Requirements

22. Ensure data can be maintained per district or Member, as determined by Legislature.

23. Data is maintained for Public Records Requests (PRR).

24. Ability to accommodate legal holds per user or system and suspend the ability to delete records.

a. Able to set by timeline.

b. Able to turn on/off.

25. Data can follow established retention policies.

a. Maintained for time per House or Senate rules, etc.

b. Deleted timely after local deletions.

26. Data owned by Legislature.

27. Data is always directly accessible for IS.

28. IS able to remove stale/unused accounts.

29. Vendor not allowed to sell constituent data or use outside of Legislative work.

30. Vender able to get TRUSTe certification for their solution.

Information Requested:

• Constituent Relationship Management Solution. Please provide details about how your solution

• Pricing estimate. Please include specific pricing estimates for your solution, including licensing approach. If applicable, licensing estimates for multiple scenarios are acceptable.

• Examples and/or demonstrations Please be prepared to provide a demonstration of your solution, or examples of clients currently using your solution.

• References. Please provide references from actual customers using your solution. Preference is given to other Legislative bodies and Government agencies.

• Data details. Please also provide technical information relating to Relational Database Management

System (RDBMS) used, API’s, data interfaces, and web services hooks.